PSR 3 Lead - Surgery Clinic

The Patient Services Representative (PSR) 3 Lead is responsible for fostering an environment of goodwill and providing exceptional service to patients. This position performs lead responsibilities while serving as a resource and support for front office functions and workflows within the assigned department or clinical team.

The department manages all administrative functions of the practice, including answering phones, scheduling patient appointments, obtaining insurance authorizations, and coordinating operating room schedules. The PSR 3 Lead plays a key role in ensuring smooth operations and supporting both staff and patients to deliver efficient, high-quality care.

Responsibilities

• Lead and support front office staff in day-to-day operations and workflow management
• Serve as a resource for department staff, providing guidance, training, and support as needed
• Manage patient scheduling, including appointments, procedures, and operating room coordination
• Facilitate insurance authorizations and verify patient benefits
• Assist with answering patient inquiries, resolving complaints, and providing excellent customer service
• Monitor and ensure compliance with departmental policies, procedures, and regulatory requirements
• Assist in the training and orientation of new staff members
• Collaborate with physicians, nurses, and other clinical staff to support patient care initiatives
• Identify opportunities for workflow improvements and assist in implementing process enhancements

Note: Percentages of time allocated to functions are guidelines only. Individual assignments and time spent in each functional area may vary based on operational needs.

Apply By Date: September 7, 2025, at 11:59 PM

Minimum Qualifications - For full consideration, applicants are encouraged to upload a license and/or certification if required for the position

• High School / GED equivalent or related work experience
• Experience with practices and protocols related to medical office and/or health care scheduling or insurance procedures (i.e., medical terminology, appointments, medical records, insurance verification, cashiering, billing, etc.)
• Demonstrated leadership skills that reflect the ability to serve as the coordinator of a specified unit of workers
• Must be able to represent the assigned unit, serving as subject matter expert and resource person for the staff
• Ability to accomplish a variety of concurrent assignments effectively and efficiently, demonstrating the ability to organize, prioritize, and complete assignments in a designated time frame
• Ability to adjust to changing workload or assignments and pressures of increased workload or deadlines
• Problem-solving skills to independently define a problem, identify the resources available to help solve the problem, create viable solutions, and take the necessary action to implement problem resolution and ensure prompt and satisfactory resolution
• Decision-making skills to independently exercise delegated authority to take action and to appropriately seek assistance from others when the limits of delegated authority have been reached
• Interpersonal skills to establish and maintain effective working relationships with all co-workers; to consistently interact with patients and other members of the public with patience, courtesy, and professionalism, both in person and on the telephone; and to effectively respond to individuals who may be angry or upset
• Ability to efficiently use computer system applications for all functions required for this position, including electronic mail, spreadsheets, word processing, and medical office management (i.e., scheduling, template maintenance, maintenance of demographic and insurance information)
• Typing skills sufficient to use a computer keyboard for timely and accurate input and production.
• Writing skills, using proper English grammar, spelling, and punctuation, sufficient to compose messages and/or routine correspondence, which is clear, concise, and easy to understand
• Bookkeeping skills sufficient to maintain accurate records of patient financial transactions, prepare related financial reports, balance cash box, and prepare deposits
• Organizing skills to establish priorities for own work within stated guidelines; respond flexibly to changes in priorities; and maintain work effectiveness in a setting with a high volume of patient activity and frequent interruptions
• Knowledge of practices and protocols related to medical office procedures (i.e., medical terminology, appointments, medical records, insurance verification, cashiering, billing, etc.)
• Filing skills to maintain logs and files of information in alphabetical, chronological, and/or numerical order, such that it is current and easily retrievable. Knowledge of all pertinent laws, regulations, and guidelines governing medical records; confidentiality, privacy, and provision to others, including HIPAA
• Knowledge of health care insurance systems, which may include Medi-Cal, MediCare, HMO, PPO, fee-for-service, county-funded coverage, and workers' compensation, sufficient to properly obtain and track authorizations, appoint patients, make referrals for consults, diagnostics, and ancillary services, coordinate hospital services, complete and submit billing documentation, and explain provisions and requirements to patients
• Knowledge of ICD-10, CPT, and HCPCS coding sufficient to identify services performed, including diagnoses, procedures, and supplies

Preferred Qualifications

• Associate degree or related work experience
• At least three (3) years of customer service and/or call center experience
• At least one (1) year of recent UC Davis Referral Processing
• At least one (1) year of recent experience with EPIC, including In Basket and Work Queues
• At least one (1) year of recent experience in billing, authorizations, referrals, medical terminology, comprehensive insurance plans, products, and eligibility
• Demonstrated knowledge of Health System and UCD policies and procedures, or ability to learn
• Comprehension of University requisition systems, including those needed for ordering supplies and medical records

Key Responsibilities

• 50% - Lead Responsibilities
• 25% - Computer System Operations
• 25% - Additional Job Functions

Department Overview

The Specialty Surgery Clinic provides comprehensive care across nine surgical specialties, delivering high-quality, patient-centered services. The clinic is dedicated to coordinating multidisciplinary care, supporting surgical teams, and ensuring optimal patient outcomes through collaboration, education, and innovative practices.

POSITION INFORMATION

• Salary or Pay Range: $30.65 - $38.10
• Salary Frequency: Hourly
• Salary Grade: 126
• UC Job Title: MED OFC SVC CRD LD 3
• UC Job Code: 008882
• Number of Positions: 1
• Appointment Type: Career
• Percentage of Time: 100% Full-time
• Shift (Work Schedule): 8 am-5 pm (08 hours)
• Location: Cypress Building, Sacramento, CA
• Union Representation: EX-Patient Care Technical
• Benefits Eligible: Yes
• This position is 100% on-site
• THIS IS NOT AN H-1B VISA OPPORTUNITY

Benefits

Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources, and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial, and career goals. Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page.

If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations, and learn about collective bargaining at UC: https://ucnet.universityofcalifornia.edu/labor/bargaining-units/index.html.

* High-quality and low-cost medical plans to choose from to fit your family's needs
* UC pays for Dental and Vision insurance premiums for you and your family
* Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave
* Paid Holidays annually as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Paid Time Off/Vacation/Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Access to free professional development courses and learning opportunities for personal and professional growth
* WorkLife and Wellness programs and resources
* On-site Employee Assistance Program, including access to free mental health services
* Supplemental insurance offered, including additional life, short/long-term disability, pet insurance, and legal coverage
* Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified roles
* Retirement benefit options for eligible roles, including Pension and other Retirement Saving Plans. More information on our retirement benefits can be found here

Physical Demands

• Standing - Occasional Up to 3 Hours
• Walking - Occasional Up to 3 Hours
• Sitting - Frequent 3 to 6 Hours
• Lifting/Carrying 0-25 Lbs - Occasional Up to 3 Hours
• Pushing/Pulling 0-25 Lbs - Occasional Up to 3 Hours
• Bending/Stooping - Occasional Up to 3 Hours
• Squatting/Kneeling - Occasional Up to 3 Hours
• Twisting - Occasional Up to 3 Hours
• Reaching overhead - Occasional up to 3 Hours
• Keyboard use/repetitive motion - Frequent 3 to 6 Hours

Mental Demands

• Sustained attention and concentration - Frequent 3 to 6 Hours
• Complex problem solving/reasoning - Occasional Up to 3 Hours
• Ability to organize & prioritize - Frequent 3 to 6 Hours
• Communication skills - Frequent 3 to 6 Hours
• Numerical skills - Occasional Up to 3 Hours
• Constant Interaction - Frequent 3 to 6 Hours
• Customer/Patient Contact - Frequent 3 to 6 Hours
• Multiple Concurrent Tasks - Frequent 3 to 6 Hours

Work Environment

• UC Davis is a smoke and tobacco-free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis-owned or leased property, indoors and outdoors, including parking lots and residential space.
• Must be willing to work overtime, variable days (including weekends), hours, and locations as required to meet the business needs of the practice.

Special Requirements - Please contact your recruiter with questions regarding which activities apply by position.

• This is a critical position, as defined by UC Policy and local procedures, and as such, employment is contingent upon clearing a criminal background check(s) and may include drug screening, medical evaluation, clearance, and functional capacity assessment
• The duties or functions of this position include the handling of cash (or cash equivalents)
• This position is designated as a mandated reporter under CANRA and UC policy, and employment is contingent on compliance with applicable policies, procedures, and training requirements

Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

A Culture of Opportunity and Belonging

At UC Davis, we're committed to solving life's most urgent challenges and building a healthier, more resilient world. We believe in growing through every challenge, continually striving to improve, and welcoming new perspectives that strengthen our community. We recognize that a vibrant and innovative organization values both individual strengths and shared purpose. The best ideas often emerge when people with different experiences come together.

As you consider joining UC Davis, we invite you to explore our Principles of Community, our Clinical Strategic Plan, and our strategic vision for research and education. We believe you belong here. The University of California, Davis is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status.

To view the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

Because we want you to feel seen and valued, our recruitment process at UC Davis supports openness and authenticity. Research shows that some individuals hesitate to apply unless they meet every qualification. You may be an excellent fit for this role-or the next one. We encourage you to apply even if your experience doesn't match every listed requirement. #YouBelongHere #CA-ZM

To learn more about our background check program, please visit: https://hr.ucdavis.edu/departments/recruitment/ucd/selection/background-checks